Avaya Government VoIP Replacement Project Hits Milestone

Over 1,100 Sites and Processes More Than 100 Million Phone Calls

By Neil Zawacki
Updated: May 12, 2011

Avaya Government VoIP Replacement Project Hits Milestone

On May 11, 2011, Avaya announced they had deployed the 1,100th site for the Social Security Administration’s (SSA) Telephone Systems Replacement Project. This milestone indicates that they have now replaced more than two-thirds of the telephone systems in SSA offices with a converged voice and data network.

The Telephone Systems Replacement Project has processed over 100 million phone calls, which comes out to more than 375,000 calls a day. The number of daily phone calls is also increasing every week as more and more field offices are able to obtain and implement the IP technology.

The new data and voice networks include features like carrier class unified messaging and interactive voice response (IVR). They also use the Avaya Contact Center Manager Server, a powerful management solution which currently supports more than 36,000 field agents from a centralized location. They expect to support at least 55,000 field agents by early 2012.

The Telephone Systems Replacement Project is designed to streamline field office operations and provide a higher level of availability. The project will also improve response times and service levels and provide skill-based routing that can match an individual caller to the agent who can answer their question best. Other benefits include a more consistent ‘look’ to the voice and data network and a lower cost of ownership and operation.

Featured Research
  • Your Phone System and Your Bottom Line

    Businesses have been using phones to drive increases to their bottom lines for almost a century now. Telephony, much like the rest of the business world, has seen drastic changes with the increase in technological advancement. Voice Over Internet Protocol (VoIP), has enabled companies to connect with consumers at levels that have been seen as unheard of before. And trust us when we say this, it is doing wonders for the bottom line. more

  • 2017 Phone Systems Checklist

    As you are well aware, we are living in an age of extreme technological growth. With this, an understatement might be that phone systems have changed a bit over the last decade. If you are in the market for a new phone system, it is absolutely essential for you to have knowledge of this vast sector and just what exactly you need in order to have your business succeed. more

  • VoIP vs. VoPI

    Are you searching around for an upgrade to your current phone system? If so, you've mostly likely heard of VoIP, but do you know about VoPI? Lately, there has been a lot of conversation around what the difference is between the two systems. Most of this conversation centers around security, as both of these systems, operate over the internet versus the traditional phone lines. more

  • Why You Need Mobile VoIP

    Mobile VoIP is growing at an exponential rate and can help your company reduce costs, improve communications, and drive increased employee satisfaction and loyalty. If what was just mentioned above sounds like it would be good for your business (it is), download our latest guide Why You Need Mobile VoIP to learn even more reasons why you need to make the switch today! more

  • How You Can Stop VoIP Eavesdropping

    In today’s modern technological world we face cyber threats on an almost daily basis. This rings true when switching phone systems to VoIP. While there are many benefits to making the switch, there MUST be precautions taken to ensure that your new phone system is safe and secure. more

Related Articles